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X3 E83 (2004 - 2010)
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  #1  
Old 03-08-2010, 02:08 PM
UncleJ UncleJ is offline
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BMW SIB for relaxed "goodwill"

Can someone post a copy of the SIB that covers the recent, expanded liberalizaton of the BMW "Goodwill" policy for out of warranty problems?
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  #2  
Old 03-08-2010, 02:55 PM
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Oldman M Coupe Oldman M Coupe is offline
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Searched hi and low did not find SB on goodwill. Where did you hear that? Goodwill is up to each dealer and or factory rep. based on the problem. I work for dealer 38 years.
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  #3  
Old 03-08-2010, 05:29 PM
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Mein Auto: 2009 MINI Cooper Clubman
SI B 01 07 03
Warranty
This Service Information bulletin supersedes S.I. B01 07 03 dated April 2006.
designates changes to this revision
SUBJECT
BMW Center Administered Customer Assistance Program (CACAP)
Effective with repairs performed on and after May 1, 2006 BMW is pleased to announce significant
enhancements to the BMW Center Administered Customer Assistance Program or (CACAP) otherwise
known as the Self-Authorization or "SA" Program. BMW has taken this initiative to complement your
growing business giving you more flexibility to assist customers in different ways. In addition to the
enhanced participation limits, some center and customer participation criteria have been eliminated
allowing more flexibility with this program in the areas of repair and non-repair goodwill.
This program now includes the enhancements announced at the 2006 National Aftersales Conference to
help support the "Fix The Customer First" pillar of the Aftersales Strategy. Major changes include the
following:
1. Time has been increased from 12 months to 18 months beyond the New Vehicle Limited
Warranty,
2. Mileage has been increased from 60,000 to 75,000,
3. Reduced participation by BMW NA after 6 months has been removed,
4. The limitation of 3 goodwill assistance contributions per VIN has been eliminated,
5. Maintenance services, previously excluded, are now eligible under repair related goodwill,
6. The "one time basis" non-repair related goodwill contribution limitation has been eliminated,
7. A new option, "The BMW 101 Experience" including transportation, has been added to the nonrepair
related goodwill possibilities.
Please read this complete bulletin to find all the details of the changes and better understand how this
program works.
THE PROGRAM
This program includes 3 different types of Self-Authorization:
***56256;***56442; Repair Related Goodwill
***56256;***56442; Non Repair Related Special Goodwill
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-----
2009 MINI Cooper Clubman - "Oxley"
Nightfire Red/NFR, Tuscan Leather, CP, PP, CW, Roof Rails & Aero Kit, 16" Bridge Spokes, Xenon, Auto, English Oak Trim & Wood Wheel, Alarm, Hi-Fi

-------

2007 Volvo S60 2.5T
2007 X3.0si PlatBronze/Beige
2006 X3 3.0i, Flamenco Red/Beige
1997 528iA, Oxford/Tan
1994 318iS, Black/Gray
1979 528iA, RubyRed, Tan
1971 2002, Sahara, Saddle
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  #4  
Old 03-08-2010, 07:13 PM
Supercourse Supercourse is offline
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Please read this complete bulletin to find all the details of the changes and better understand how this program works.

I think part of "the complete bulletin" is the link below.

As mentioned in another currently active thread,
dealers can choose to opt out of this self-authorization program,
or, if they are in, they can lose the privilege if they misuse it.

Participation could be higher in small to medium size population areas where dealer service departments can reasonably compete with a limited number of indy shops.

In larger population centers, with lots of choices of good indy shops, dealer service departments may not be so motivated to keep customers in the fold
- possibly a lost cause after the 48-month warranty/free maintenance is up, witness many forum members here having confirmed their intentions.

http://www.bmwtis.net/tiscode/cgi-bi...sion=875138155
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  #5  
Old 03-09-2010, 07:30 AM
UncleJ UncleJ is offline
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Thanks Kevin and Super! I am going to print those out and keep them in the car.
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  #6  
Old 04-18-2010, 10:56 PM
angina angina is offline
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Quote:
Originally Posted by UncleJ View Post
Thanks Kevin and Super! I am going to print those out and keep them in the car.
so what does this all mean? That there are dealerships who may be willing to service an out of warranty repair for free, given circumstances?
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  #7  
Old 04-19-2010, 06:29 AM
UncleJ UncleJ is offline
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Yes, depending on the circumstances, that is how I would understand it. I have a feeling that it would come into play with "known problem" items, such as window regulator failing, seat heater burning, and perhaps even sunfroof problems among others. My guess would be pretty much anything a SIB has been issued for would be a candidate, not that all would be "covered" but at least its a start. I keep a copy of the SIB in my glove box and intend to discuss it with the SA/SM should the need arise.
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  #8  
Old 04-19-2010, 06:39 AM
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i realize it's a different car, but my sister's 04 Cooper had it's steering rack replaced under this program... and that just over a year beyond the original warranty.
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2009 MINI Cooper Clubman - "Oxley"
Nightfire Red/NFR, Tuscan Leather, CP, PP, CW, Roof Rails & Aero Kit, 16" Bridge Spokes, Xenon, Auto, English Oak Trim & Wood Wheel, Alarm, Hi-Fi

-------

2007 Volvo S60 2.5T
2007 X3.0si PlatBronze/Beige
2006 X3 3.0i, Flamenco Red/Beige
1997 528iA, Oxford/Tan
1994 318iS, Black/Gray
1979 528iA, RubyRed, Tan
1971 2002, Sahara, Saddle
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  #9  
Old 04-19-2010, 08:17 AM
UncleJ UncleJ is offline
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KJ, since it is a mini I assume it was a "known" problem. Sorry couldn't resist, all those years of Lucas jokes I guess. Glad to see the program works!
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  #10  
Old 04-19-2010, 08:32 PM
angina angina is offline
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Quote:
Originally Posted by UncleJ View Post
Yes, depending on the circumstances, that is how I would understand it. I have a feeling that it would come into play with "known problem" items, such as window regulator failing, seat heater burning, and perhaps even sunfroof problems among others. My guess would be pretty much anything a SIB has been issued for would be a candidate, not that all would be "covered" but at least its a start. I keep a copy of the SIB in my glove box and intend to discuss it with the SA/SM should the need arise.
so it would have to be for a known issue? Right now my X3 is overheating for some random damn reason, and its probably a faulty thermostat or electric fan. I haven't seen others with this issue, so its just my bad luck that its happening to my car just out of warranty.

They are asking a $150 diagnostic fee to figure out what the problem is, at which point they would submit a request to BMW to see if this would qualify under the goodwill policy. But the way my luck is, they will charge me the $150, plus charge me full dealer cost to replace/fix the issue ($600 for replacing a thermostat). I can certainly get it done for the cheaper by my trusted mechanic without paying some $150 fee, but again, if BMW were to fix it under the goodwill policy, then I would just be out $150. I really don't know what to do here...
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  #11  
Old 04-19-2010, 10:02 PM
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Angina: how many miles do you have? it doesn't have to be a known issue.

REASON FOR PROGRAM
This program provides a tool for the center to build customer confidence during a difficult or unusual
situation. The goal is to exceed customer expectations and provide increased satisfaction along with
product loyalty leading to repeat sales.
This program considers that decisions made on the spot, at the center with the customer, have a greater
opportunity to deliver the above objectives than those made after escalation and delays.
ELIGIBILITY
When determining the customer's eligibility for goodwill participation, several factors are
important including the cost of the repair, how long ago the warranty expired, has the vehicle
been fully maintained, is this a multi-BMW owner, condition of the vehicle, has the customer
endured unusual hardship, and will investing in the customer keep the customer within the BMW
brand.
Please remember that goodwill customer assistance is discretionary and not an obligation. The decision
to participate requires good judgment by the service advisor and center manager.
All claims submitted under this program are subject to periodic audit.
REPAIR RELATED GOODWILL
Time and mileage are factors limiting BMW NA participation as follows:
***56256;***56442; Up to and including 18 months beyond the New Vehicle Limited Warranty or up to 75, 000 miles,
whichever occurs first, BMW NA will participate up to 100% of the total repair cost.
Only repairs that would have been covered under the New Vehicle Limited Warranty or the New
SAV Limited Warranty are eligible under this program except as noted otherwise in this bulletin.
In-warranty vehicles or non-warranty repairs are not eligible for "Self-Authorization"except as
noted otherwise.
The New Vehicle Limited Warranty or the New SAV Limited Warranty begin on the date of first retail
sale or the date the vehicle is first placed in service as a demonstrator or company vehicle, whichever is
earlier. Vehicles previously in Demonstrator service receive no additional months of coverage under this
program.
Add-on repairs do not constitute a customer request for assistance even when properly approved
by center management and are excluded from eligibility in this program.
The vehicle must be a U.S. specification vehicle imported by BMW NA or sold through the BMW NA
European Delivery Program or BMW Military Purchase Program.
Centers will be reimbursed for goodwill repairs at the center's established warranty rate. The entire
repair will be at warranty rates if BMW NA is paying any portion of the repair.
Note: Any remaining customer portion of the repair should be charged at warranty rates.
__________________
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-----
2009 MINI Cooper Clubman - "Oxley"
Nightfire Red/NFR, Tuscan Leather, CP, PP, CW, Roof Rails & Aero Kit, 16" Bridge Spokes, Xenon, Auto, English Oak Trim & Wood Wheel, Alarm, Hi-Fi

-------

2007 Volvo S60 2.5T
2007 X3.0si PlatBronze/Beige
2006 X3 3.0i, Flamenco Red/Beige
1997 528iA, Oxford/Tan
1994 318iS, Black/Gray
1979 528iA, RubyRed, Tan
1971 2002, Sahara, Saddle
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  #12  
Old 04-20-2010, 06:29 AM
UncleJ UncleJ is offline
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+1 I didn't mean it HAD to be a known problem just that IMHO a known issue or problem would be more likely to be covered, but hey, maybe not. Thanks Kev for the full post.
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  #13  
Old 04-20-2010, 07:56 AM
angina angina is offline
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I have about 57,000 miles right now. 7000 miles over warranty. Should i take a chance and pay the $150 diagnostic fee? I'll end up in a lose-lose situation if they end up telling me that they won't cover any of the repairs...
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  #14  
Old 04-20-2010, 08:20 AM
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X3-terrestrial X3-terrestrial is offline
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Quote:
Originally Posted by angina View Post
I have about 57,000 miles right now. 7000 miles over warranty. Should i take a chance and pay the $150 diagnostic fee? I'll end up in a lose-lose situation if they end up telling me that they won't cover any of the repairs...
Ansewre in other thread, but IMO this is the only way to have a real diagnostic. You always have the option of taking it to an Indy once you have the diagnostic.
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  #15  
Old 04-26-2010, 12:39 PM
angina angina is offline
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So I took in the X3 this morning based on the recommendations from this board. I asked them about the SIB for goodwill repairs (since I am out of warranty), and asked them to take a look at the overheating issue and the lifters ticking.

Just got a call back from the service dept. at West German bmw, and they said that BMW would cover the overheating issue, which turned out to be a faulty electric fan. They did say that BMW wouldn't cover both repairs due to the fact that the fan repair is around $1000, and the lifters ticking costs close to $1700 (even though there is a SIB on the issue). Based on need, the overheating issue is obviously more pressing, so they would fix that issue.

The mechanic did say the lifters ticking wouldn't cause any mechanical damage and was more of an annoyance on cold starts. I really didn't have much to argue with them since they were gracious enough to repair the fan (even though I did bring in the car for the ticking issue when the car was in warranty).

I dunno, my normal self would have pushed for both repairs, but 1) I didn't want to push my luck and have them say "Ok, we'll do the lifters, but not the fan", and 2) I'm gonna trade or sell this car soon anyways, and the lifters ticking is barely noticeable unless i have the hood open on a cold start.

Anyways, thanks for the help everyone!
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  #16  
Old 04-26-2010, 12:47 PM
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Evlengr Evlengr is offline
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Quote:
Originally Posted by angina View Post
So I took in the X3 this morning based on the recommendations from this board. I asked them about the SIB for goodwill repairs (since I am out of warranty), and asked them to take a look at the overheating issue and the lifters ticking.

Just got a call back from the service dept. at West German bmw, and they said that BMW would cover the overheating issue, which turned out to be a faulty electric fan. They did say that BMW wouldn't cover both repairs due to the fact that the fan repair is around $1000, and the lifters ticking costs close to $1700 (even though there is a SIB on the issue). Based on need, the overheating issue is obviously more pressing, so they would fix that issue.

The mechanic did say the lifters ticking wouldn't cause any mechanical damage and was more of an annoyance on cold starts. I really didn't have much to argue with them since they were gracious enough to repair the fan (even though I did bring in the car for the ticking issue when the car was in warranty).

I dunno, my normal self would have pushed for both repairs, but 1) I didn't want to push my luck and have them say "Ok, we'll do the lifters, but not the fan", and 2) I'm gonna trade or sell this car soon anyways, and the lifters ticking is barely noticeable unless i have the hood open on a cold start.

Anyways, thanks for the help everyone!

Check what their policy is on their work.

Meaning if they warranty their work then that is work and should be covered. Regardless of whether they found anything at that time.

Let us know what you get for it if you don't mind.
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Last edited by Evlengr; 04-26-2010 at 12:49 PM.
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  #17  
Old 04-25-2011, 06:27 PM
airboss1998 airboss1998 is offline
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Could someone please paste a link to the 'goodwill' TSB, or e-mail to me (my brother's local dealer claims to know nothing about it....). e-mail is my user name @ yahoo.com.

Thanks in advance.
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  #18  
Old 04-26-2011, 02:09 AM
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Evlengr Evlengr is offline
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It is posted above..read the thread.
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2007 AT X3 RIPOS
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2000 Jeep Cherokee
1997 Twin Turbo RX-7
1984 GTI Wolfsburg Edition Neuspeed and more
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  #19  
Old 05-10-2011, 10:30 AM
airboss1998 airboss1998 is offline
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Quote:
Originally Posted by Evlengr View Post
It is posted above..read the thread.
Thanks for the very helpful post. I was hoping maybe someone had a link to the official BMW print of it. My brother's stealer is not willing to budge.
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  #20  
Old 05-10-2011, 06:09 PM
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Evlengr Evlengr is offline
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Originally Posted by airboss1998 View Post
Thanks for the very helpful post. I was hoping maybe someone had a link to the official BMW print of it. My brother's stealer is not willing to budge.
The EXACT tsb IS posted above.
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2007 AT X3 RIPOS
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1997 Twin Turbo RX-7
1984 GTI Wolfsburg Edition Neuspeed and more
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  #21  
Old 07-08-2011, 06:07 PM
AWBMWM3 AWBMWM3 is offline
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Is there an updated link to the official TSB since the the bmwtis.net site needs a password?
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